Update on NZQA complaints process
We are making changes to our internal process for managing concerns from learners and other members of the public about education providers. This includes concerns about educational quality as well as safety and wellbeing under the Code.
We have updated our website to support learners and other individuals in raising their complaints with you as their education providers in the first instance. Where you are unable to resolve a learner complaint, you must advise the learner on how to raise their concerns externally. Our website provides guidance on avenues for escalation should anyone have ongoing concerns.
Other organisations that may be able to help you
Our changes include the decommissioning of the mailbox risk@nzqa.govt.nz for complaints which many of you may have previously included in information given to your learners. Please remove reference to this email address from your materials.
Anyone wanting to notify us of any concerns will need to complete a webform available on our website.
Concerns about education providers
Assistance with completing the form may be provided by our Contact Centre, where needed.
The Code requires providers to inform learners of the complaint and dispute resolution processes available to them. Please update any information or internal policies you give learners and staff to ensure that it provides correct information regarding raising concerns to NZQA or other external bodies.
We suggest the following wording:
If you are not satisfied by the outcome of our complaints process, you may be able to raise your concerns externally. The New Zealand Qualifications Authority’s website provides useful information about the avenues available to you.
You may also be able to take your complaint to Study Complaints – a dispute resolution provider specialising in supporting domestic tertiary and international students in resolving disputes with their provider. This is a free service for students.
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Te Wiki o Te Reo Māori 2025
Te Wiki o Te Reo Māori (Māori Language Week) will take place from 14-20 September 2025 and this year marks its 50th anniversary.
To learn more about Te Wiki o Te Reo Māori and how you can take part, visit www.reomaori.co.nz (external link).
Code Spotlight: Managing education agents
Approved Code signatories starting to enrol international students and considering working with education agents often ask: Do education agents need to register with NZQA?
The answer is no. Education agents, including homestay agents, are not required to register with NZQA. The Code regulates education providers, not education agents directly.
This means that approved Code signatories are responsible for ensuring their agents are operating in accordance with the Code and that they have policies or processes to address agent performance and misconduct.
Outcome 9 (clause 38, process 2) of the Code outlines the requirements for how education providers manage and monitor their agents.
Some of these include:
- Carrying out reference checks on potential agents.
- Entering a written contract with each agent.
- Terminating contracts if there is evidence of poor performance or non-compliant conduct.
- Ensuring agents have up-to-date information relevant to their duties.
Further guidance
For further guidance or questions, please visit:
Education agents for tertiary providers
You can also contact us at Code.Enquiries@govt.govt.nz.